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National Westminster Bank Plc

Financial Ombudsman decision DRN-4144775 Not upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Support for vulnerable customers, Service failure

In the Ombudsman’s words

NatWest has already acknowledged that it made an error when its adviser asked Mrs B to sign her name numerous times before the adviser would give her the signature stamp. It said that while it usually requires a signature to be provided, an exception should have been made in Mrs B’s case. So NatWest should have done more to take Mrs B’s vulnerabilities into consideration and should have deviated from its usual processes.Support for vulnerable customers

Mr and Mrs B complain that National Westminster Bank Plc (NatWest) provided poor service when they visited in branch, which exacerbated Mrs B’s medical condition.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4144775.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.